Questionnaire for measurement of Customer Loyalty, Brand Image, Switching Cost,

Perceived Value and Customer’s Perception of Public Relation

Customer’s perception of Public Relation

1. The messages about the Internet Banking towards PR 1 2 3 4 5 6
(Public Relation) I obtain from surrounding (Media) are
more than other competitive brands.
2. I feel that the amount of money input by the internet 1 2 3 4 5 6
Banking towards PR (Public Relation) activity is more than
other banking services.
3. I feel that the Banks (Internet Banking Provider) often holds 1 2 3 4 5 6
PR activities to enhance consumers’ understanding about the
services.
4. I feel that the Banks (Internet Banking Provider) would deal 1 2 3 4 5 6
with emerging issues timely and sincerely.
5. I feel that the Banks (Internet Banking Provider) would 1 2 3 4 5 6
handle consumers’ comment timely and sincerely.
6. I feel that the Banks (Internet Banking Provider) is involved 1 2 3 4 5 6
in sponsorship activities, such as charity, sports sponsorship,
art sponsorship, and schools sponsorship.
7. I feel that the Banks (Internet Banking Provider) 1 2 3 4 5 6
continuously engages in PR (Public Relation) activities.
8. I feel that Banks (Internet Banking Provider) places high 1 2 3 4 5 6
importance on PR (Public Relation) activities.

Loyalty
1. I will use Internet Banking product in the future.
2. I will say positive things about Internet Banking when I talk to my friends or relatives
3. I will recommend Internet Banking to my friends or relatives when they need the related information
4. I will encourage my good friends or relatives to use Internet Banking services.
5. Internet Banking services will be my first choice when I need to use banking services.

Brand Image
1. I feel that A banks branding services (Internet Banking) 1 2 3 4 5 6
possesses its practical function.
2. I feel that A banks branding services (Internet Banking) 1 2 3 4 5 6
possesses a positive symbolic meaning.
3. I feel that A banks branding services (Internet Banking) can 1 2 3 4 5 6
relate to the pleasant experience.

Perceived Value
1. Compared to alternative Banks don’t have internet banking), 1 2 3 4 5 6
the Banks (have Internet Banking) offers attractive service
costs.

2. Compared to alternative Banks (don’t have internet 1 2 3 4 5 6

banking), the Banks (have Internet Banking) charges me
fairly for similar services.
3. Compared to alternative Banks (don’t have internet 1 2 3 4 5 6
banking), the Banks (have Internet Banking) provides more
free services.
4. Comparing what I pay to what I might get from other 1 2 3 4 5 6
competitive Banks (don’t have internet banking), I think the
Banks (have Internet Banking) provided me services with
good value.
 Switching Cost
1. Switching from one bank (internet banking provider) to 1 2 3 4 5 6
another bank (internet banking provider) service would
cause too many problems.
2. Switching from one bank (internet banking provider) to 1 2 3 4 5 6
another bank (internet banking provider) service would be
too expensive.
3. Switching from one bank (internet banking provider) to 1 2 3 4 5 6
another bank (internet banking provider) service would
require too much learning.

References

Rahi, S. (2015). Moderating Role of Brand Image With Relation to Internet Banking and Customer Loyalty: A
Case of Branchless Banking. The Journal of Internet Banking and Commerce, 2015.
Rahi, S. (2016). Impact of Customer Perceived Value and Customer’s Perception of Public Relation on
Customer Loyalty with Moderating Role of Brand Image. Journal of Internet Banking and Commerce,
21(2).
Rahi, S. (2016). Impact of Customer Value, Public Relations Perception and Brand Image on Customer Loyalty
in Services Sector of Pakistan. Arabian J Bus Manag Review S, 2, 2.
Rahi, S. (2017). Research Design and Methods: A Systematic Review of Research Paradigms, Sampling Issues
and Instruments Development. International Journal of Economics & Management Sciences, 6(2).
Rahi, S., & Ghani, M. (2016). Internet Banking, Customer Perceived Value and Loyalty: The Role of Switching
Costs. J Account Mark, 5(188), 2.
RAHI, S., & GHANI, M. A. (2016). CUSTOMER'S PERCEPTION OF PUBLIC RELATION IN E-
COMMERCE AND ITS IMPACT ON E-LOYALTY WITH BRAND IMAGE AND SWITCHING
COST. Journal of Internet Banking and Commerce, 21(3).
Rahi Samar, Mazuri Abd Ghani, & ALNASER, F. M.-I.-. (2017). THE INFLUENCE OF E-CUSTOMER
SERVICES AND PERCEIVED VALUE ON BRAND LOYALTY OF BANKS AND INTERNET
BANKING ADOPTION: A STRUCTURAL EQUATION MODEL (SEM). Journal of Internet
Banking and Commerce, 22(1).